Signpost Manager

About the role

The International Rescue Committee (IRC) is hiring a Signpost Manager in Islamabad to lead its Signpost / Responsive Information Services (RIS) and the Signpost AI chatbot pilot. The role reports to the Protection Coordinator / Team Lead and manages the Signpost/RIS officer and team, while coordinating with Protection, sectoral and technical teams, field teams, MEAL and program management.

Key responsibilities

• Lead the strategic planning, implementation and development of Signpost/RIS in Pakistan, aligned with IRC priorities and program objectives.
• Oversee InfoYahan's digital platforms, content quality, user engagement and the provision of accurate, verified information.
• Supervise the Signpost/RIS team, monitor work plans and performance, and support staff capacity development.
• Integrate RIS into program activities and respond to community information needs with sectoral and field teams.
• Oversee platform analytics, trend analysis, user feedback and reporting to inform decision-making.
• Contribute to project design, proposals and resource mobilization.
• Lead the Signpost AI chatbot pilot with global technical teams, overseeing the knowledge base, scripted responses, risk taxonomies, escalation criteria and operational procedures.
• Coordinate with Protection teams on safeguards, referral pathways, privacy and data protection, and oversee community consultations, testing, simulations and quality assurance.
• Ensure human monitoring of escalated cases, document lessons learned and recommend improvements and progression to later deployment phases.
• Ensure compliance with IRC safeguarding, data protection, information security and confidentiality policies, and promote trauma-informed, inclusive communication.

Required profile

• Masters' degree in Sociology, Development Studies, Development Journalism, Mass Communication, Information Management or a related field.
• Minimum five years of relevant experience in digital communications, information services, media, humanitarian programming or a related field.
• Demonstrated experience in team management, program coordination, digital platform management and stakeholder engagement.
• Experience with NGOs/INGOs or humanitarian organizations is desirable; experience with digital innovation, chatbots or AI-enabled services is an advantage.
• Fluent professional English and Urdu; knowledge of Sindhi or Pashto is an advantage.

Required skills

• Leadership, planning, coordination, analytical, reporting and presentation skills.
• Content quality assurance, user-centred information delivery and protection-sensitive communication.
• Use of data, analytics and user feedback to inform programme decisions.
• Familiarity with digital engagement, content management and ticketing platforms such as Zendesk is an advantage.
• Understanding of chatbot monitoring, AI quality assurance, risk escalation and technology-related safeguarding is desirable.